Subject: Fwd: English Language Test - Prachi Sharma
From: Aishwarya Jaiswal <[email-masked]>
To: "Subir Chakma" <[email-masked]>
Cc: Deeksha Dadu <[email-masked]>
Date: Tue, 21 Feb 2023 01:02:53 -0700 (MST)

Question 1 of 5 
Comprehension 

You have received the following email from Customer: 

Date of Email: 19 th October 2022 

Dear Support team, I purchased Polo Perfume from your website, I don't like its smell. I tried to return on your website, but I do not see a button to return this item. Can you please pick up the item from my home. 

Following information is available on the system: 

Order # 19837383 
Customer Name: Abdul Ajiz 
City: Jeddah 
Date of Order: 10/10/2022 
Status: Shipped 
Items Ordered: 1 
Items Shipped: 1 
Item Name: Polo Perfume 
Items Pending: 0 
ship_date: 11OCT 
Courier: Aramex 
AWB# 6464948492 
Delivery SLA 3 BIZ DAYS 
Payment Method: COD 
Payment: Captured 

Our Returns Policy: 
We understand that you may occasionally wish to return your purchases. We'll be happy to help you with the process. 

We do not accept: 

- Products damaged by misuse or showing signs of wear, even if they are still under warranty. 

- Products that have been used, altered, assembled or installed, unless they are defective. 

- Lingerie, jewellery, disposable items such as nappies, or nursing and maternity products like bottle warmers, if their packaging has been opened. Of course, we will take back defective products. 

- Toiletries, perfumes and cosmetics. 

- Bedding, mattresses, bath products, kids' products, pillows, sheets, comforters, bed-in-a-bag, duvets, duvet covers, memory foam, towels and bathrobes that have been removed from their packaging. 

- Products that have already been assembled, unless there is a manufacturing defect. We reserve the right to check for defects and will repair or replace the defective products at our discretion. 

- Products you wish to exchange for a different colour or size. (We currently do not offer an exchange service which means that you will need to return the product first and purchase what you wish instead). 

Please return your non-furniture products in their original packaging, within 14 days of delivery. Double-check that you've included the original invoice, all the accessories, promotional gifts and warranty cards that came with your order. 

Based on the information you have available, please draft a reply to the customer to be sent to him in English . 

Answer given: 
Dear Abdul, Thank you for your recent purchase of the polo perfume from our website. We are sorry to hear that your are not satisfied with the scent of the product and would like to return it. However, we regret to inform you that we do not accept returns or exchanges for opened or used perfumes due to hygiene reasons. We apologize for any inconvenience this may cause. Please not that this policy is clearly stated on our website. We appreciate your understanding in this matter and hope that you will consider shopping with us again in the future. If you have any other questions or concerns, please do not hesitate to contact us. Thank you for choosing our website for your shopping needs. Best regards, Prachi sharma 
Words: 128 

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Question 2 of 5 
Multiple Choice 

You daily target to work on email cases is 80. You have completed your 8 hour shift, and you were only able to achieve 60 email cases. What would you do? 

Correct answer: A. 
Selected answer: A. 
A. 
Work extra hours to make sure to achieve the expected target of 80 
B. 
Log off and go home. Try to achieve the target next day 
C. 
Log off and go home 

Points: 1 / 1 
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Question 3 of 5 
Multiple Choice 

What would you do in situation: You are logged into to your computer for your duty, you are suppose to be answering chats, its been 30 minutes and you have not received any chat, you are in night shift and there is no supervisor logged in 

Correct answer: C. 
Selected answer: C. 
A. 
You will keep waiting till some chats come into your queue 
B. 
You will write an email to your supervisor so he can check next day 
C. 
You will immediately call up your supervisor on phone/whastsapp and alert him 
D. 
You will think its your holiday and go off to sleep 

Points: 1 / 1 
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Question 4 of 5 
Comprehension 

You Received the following Email from Customer 

Salman Al-Nasser 
(Thu, 03 Oct 2022 at 4:22 AM) 

I ordered an order and paid via Credit Card. I will not be available to take the order as I am going out of town. Please refund the amount to me. 

Following information is available on system: 
Order # 19837383 
Customer Name: Salman Al Nasser 
City: Riyadh 
Date of Order: 01/OCT/2022 
Status: Shipped 
Items Ordered: 2 
Items Shipped: 2 
Items Pending: 0 
ship_date: 02OCT 
Courier: Aramex 
AWB# 6464948492 
Delivery SLA 3 BIZ DAYS 
Payment: Captured 

Please reply to this customer's email in English 

Answer given: 
Dear Salman, Thank you for reaching out to us regarding your order 19837383, which you have requested to be refunded as you will not be available to receive it. I apologize for any inconvenience this may have caused. I regret to inform you that we are unable to process a refund for this order as it has already shipped on 02 October 2022 via Aramex courier and has a delivery SLA of 3 business days. Once an order has been shipped, it is beyond our control to cancel or refund it. You can either make arrangements to have someone receive the package on your behalf or contact Aramex to request a delivery reschedule to a more convenient time for you. If you have any further concerns or questions, please do not hesitate to contact us. We are always happy to assist you in any way we can. We hope to see you soon again. Best regards, Prachi sharma 
Words: 158 

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Question 5 of 5 
Comprehension 

Situation: 

Customer placed an order on our website on 2nd October 2022. As per the policies his order should be delivered within 3 working days. The customer contacts us on 8th October saying he did not receive the order. As per the tracking information supplied to us by our courier (Aramex) it says the order was not delivered as customer did not answer the phone, and has started the process of return to our warehouse. 

Please draft an email reply to customer in English 

Answer given: 
Dear valued customer, Thank you for your recent email regarding your order which you have not yet received. We apologize fir any inconvenience this may have caused this may have caused. We have checked the tracking information supplied to us by our courier, Aramex, and found that the package was not delivered as you were not available to answer the phone. As per our policy, we require the customer to be available to receive the package during the delivery time. We have been informed that the package is currently in the process of being returned to our warehouse. Once we receive the package, we will process a refund for the order amount to the original payment method that was used for the order. On the date the refund is completed, we'll send you an e-mail confirming the date, amount and payment details. To help you further I'd suggest you to place a new order from our website. I hope this helps. We look forward to seeing you again soon. Best regards, Prachi Sharma 
Words: 173 

From: Prachi Sharma <[email-masked]> 
Sent: Wednesday, February 15, 2023 11:54 AM 
To: Saurabh Dadu <[email-masked]>; Ashish Dabral <[email-masked]>; [email-masked] <[email-masked]>; Deeksha Dadu <[email-masked]>; Aishwarya Jaiswal <[email-masked]>; [email-masked] <[email-masked]> 
Subject: English Language Test - Prachi Sharma 

	
	
			Foreign Language Screening Test 
		
	Name 	Prachi Sharma / (91) 9318373132 / [email-masked] 
	Whats your first language 	English 
	Based on your understanding of situation 1 above, assuming you are the customer service representative, please draft a response to customer's email. Please make sure that your email is grammatically correct and properly formatted. 	Dear Richa, 

Thank you for reaching out to us regarding your recent order from our online store. We apologize for any inconvenience you may have experienced regarding the delivery of your handbag. 

After reviewing your order details, we found that your order was shipped on the same day when it was placed, and handed over to our courier partner. However, we were informed that the courier was unable to deliver the package to you due to an incorrect address. We understand that this must be frustrating, and we apologize for the inconvenience. 

To resolve the issue, we suggest that you verify the shipping address associated with your order. If the address is incorrect, kindly provide us with the correct shipping address, and we will update it on your order. Once the address is updated, we will coordinate with the courier partner to ensure that your order is delivered to you as soon as possible. 

We appreciate your patience and understanding, and we assure you that we will do our best to resolve this issue in the most efficient way possible. If you have any further questions or concerns, please do not hesitate to contact us, and we will be happy to assist you further. 

Thank you for choosing our online store for your purchase, and we hope to hear from you soon. 

Best regards, 
Prachi 
Baby shop customer service team. 
	Based on the Situation 2 above, please draft an email response to the customer. You don't necessarily need to know the policy of the brand, but use the best practice from e-commerce companies that you've shopped from so far to know the policies. 	Dear Abdul, 

Thank you for reaching out to us regarding the issue with the TV cabinet you recently purchased from our store. We apologize for any inconvenience this may have caused. 

We have reviewed the photos you provided of the scratches on the cabinet, and we understand your concern. In order to assist you with this issue, we would be happy to offer you the following options: 

We can arrange for a return of the product and provide you with a full refund of the purchase price. 

Alternatively, we can arrange for a replacement of the product with a new unit, which would be delivered to your house at no additional cost. 

Please let us know which of these options you would prefer, and we will be happy to assist you with the next steps. If you choose the return and refund option, please note that we will process the refund as soon as we receive the product back in our store. 

Once again, we apologize for any inconvenience this may have caused. Please do not hesitate to reach out to us if you have any further questions or concerns. 

Thank you for choosing Homebox, and we hope to serve you better in the future. 

Best regards, 

Prachi 

Homebox Customer Service Team